Network Operations Center Technician I

A Network Operations Center Technician I is the technical liaison between the technology teams, customer and the 24×7 Data Center Environment. As a data center technician, you will be responsible for providing on-site data center escalation support for mission-critical equipment. You can provision and troubleshoot a range of data center infrastructure components including, but not limited to hardware, fiber, networking, servers, NAS, and related equipment. You are efficient at collaborating and troubleshooting complex technical issues through Chat, Phone, and Email. You know how to innovate and make decisions on your own, but also know how to take direction when it is given, paying attention to all details involved. Expected to improve current processes and introduce automation with aim towards simplification.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Must be able to work long shifts including nights and weekends. Must have demonstrated expertise in enterprise hardware installation, troubleshooting and repair in two or more of these areas:

• Data center productivity and support tools, applications, and software including but not limited to (Windows, Linux, SSH, RDP, Putty, KVM, IPMI, Terminal, etc.)
• Provide status reporting regarding Data Center service availability, performance, capacity utilization as required.
• Provide smart-hands assistance as required for customers within specified SLA response times.
• Maintain a safe and secure operating environment within the data center and report any violations to their immediate supervisor.
• Strong working knowledge with server and network hardware/components.
• Hardware installation, including device labeling, power connectivity and network cable connectivity.
• Detailed and thorough documentation and record keeping.
• Complete hardware support work orders involving hardware, cabling, troubleshooting and break-fix.
• Provide general cleaning on raised floor, cabinet/rack exterior surfaces, work benches and other areas as needed on a regular basis.
• Directly support and complete all scheduled data center MACs (Moves/Adds/Changes) for all tickets, emails & chats.
• Provide vendor and client escorts as needed.

KNOWLEDGE, SKILLS AND ABILITIES:

• General knowledge of server/network equipment and software support configurations.
• Strong aptitude for independent working environment and high productivity rate.
• Is comfortable working in a fast-paced environment and multi-tasking
• Must be self-motivated, detail oriented, positive in approach, professional and help create, develop, and implement project process improvement(s).
• Must be able to see and distinguish different colors, read small print, and hear and recognize audible signals such as server tones.
• Basic understanding of data center power distribution and data center best practices.
• Must possess proven problem-solving skills, critical thinking skills and the ability to see tasks through to completion.
• Ability to sit, stand, kneel or squat for long periods of time.
• Must be able to work from a ladder, in confined spaces, lift up to 50 pounds and move up to 75 pounds.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Any server, OS, Network, or data center certifications are a plus.
• Two (2) years’ minimum of data center experience.
• Must be proficient with Microsoft Word & Excel.
• Must possess at least a High School diploma or GED equivalency.
• Excellent communication and customer relationship skills.